At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a leading national specialty distributor of health care products in Emergency Medical Services (EMS) and Respiratory Markets, we're committed to being the best partner for those who save and improve patients' lives. We're now seeking an experienced Customer Care Team Lead to join our team and help us achieve our mission.
**About arenaflex**
arenaflex is the industry leader in Revenue Cycle Management within Emergency Medical Services (EMS). Our company operates through several market-leading companies, including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, EMP, and Cardio Partners, a full Sudden Cardiac Arrest Solution provider, and Digitech, the leader in EMS revenue cycle management. We're passionate about creating a workplace that reflects the communities we serve and values diversity.
**Job Summary**
As a Customer Care Team Lead at arenaflex, you'll play a critical role in delivering accurate and timely answers to questions from Customer Service Representatives, answering inbound calls and customer contacts via multiple channels, and supporting the Supervisor in achieving service goals. You'll also be responsible for assisting the Customer Care Supervisor with monitoring coaching opportunities in CCRs, training, scheduling, and administering the Rewards & Recognition Program. This position requires proven success as a Customer Care Representative, superior communication/collaboration skills, and strong follow-through and problem-solving skills.
**Responsibilities**
* Order Management: Provide subject matter expertise to the team for order processing issues/questions based on operations or product/identifying errors and resolving, managing back-orders, managing and reporting on returns, basic inventory and product substitutions (including customer approval), involve and educate other members of the regional care team (CCAs, CCRs), respond to Account Manager's requests in a professional and timely manner escalating those beyond individual accountability, and assist Supervisor in creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level.
* Customer Communication: Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner, collaborate with other internal departments on behalf of the customer, explain basic products and services (involve Account Manager for more in-depth product knowledge requests), complete timely return of customer contacts with a high sensitivity to expedited requests (especially due to error), serve as immediate resource for team; be available for employees that experience work-related problems providing appropriate coaching, counseling, direction, and resolution, step in for the Supervisor when they are unavailable under the guidance of the Customer Care Manager, and attend all customer-related meetings.
* Customer Resolution: Research and resolve billing and pricing inquiries, contact warehouse management directly and timely regarding any issues that impact same-day shipping, evaluate customer concerns and resolve to customer satisfaction, resolve any order issues that impede same-day shipping, determine and authorize credits/rebills and product returns.
**Skills and Experience Required**
* One to two years of experience as a arenaflex Customer Care Representative or one to two years in a similar client services role.
* Superior communication skills, both written and verbal. Able to present information at all levels in a professional and courteous manner with pre-prepared documentation.
* Strong collaboration skills across multiple departments with the ability to be empowered and exert confidence in enabling the customer and their experience to be successful.
* Basic analytical and process skills that take an issue, define the history and evolution into a problem, establish root cause, and offer a solution.
* Extraordinary interpersonal skills with the ability to develop and maintain cooperative working relationships with customers, sales team, and co-workers.
* Strong computer skills. Basic understanding of MS Outlook, Word, and Excel.
* Successfully work in a changing environment.
* Ability to deal calmly and effectively with situations via all channels while maintaining and promoting a positive company image. Able to diffuse an upset customer and/or an intense situation.
* Must possess self-motivation and the initiative to exceed customer expectation.
* Excellent attention to detail and accuracy.
* Ability to organize and prioritize on behalf of the customer.
* Experience working within a distribution company preferred.
* Successful Client Services experience preferred.
**What We Offer**
* Competitive salary, commensurate with experience
* Comprehensive benefits package, including 401(k) Plan
* EEO/M/F/Veterans/Disabled
* Opportunity to work with a diverse team that is empowered to bring their full, authentic self to work each day
* Collaborative and dynamic work environment
* Professional development opportunities
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer. We're committed to creating a workplace that reflects the communities we serve and values diversity. We welcome applications from diverse candidates and are an affirmative action employer.